HDI QQ0-301 : HDI Service Desk Manager (SDM)

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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is the primary advantage of using remote support?
(Choose 1)

A) Remote support reduces the overall cost of support.
B) Remote support allows the customer to solve problems without contacting an analyst.
C) Remote support removes all responsibility for solving problems from the customer.
D) Remote support decreases the number of analysts needed to support customers.

2. What are two key objectives of the IT change management process?
(Choose 2)

A) To ensure that changes are approved on a basis of cost.
B) To ensure changes are processed efficiently.
C) To ensure a standard approach to changes is utilised.
D) To ensure that all changes are processed rapidly.
E) To ensure the customers are unaware of changes.

3. Which of these considerations is the most important for you to take into account when benchmarking?
(Choose 1)

A) The number of items in each organisations Configuration Management Database.
B) The different corporate cultures.
C) The costing methodology used in the benchmark partners SLAs.
D) The different goals and objectives of each organisation.

4. If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A) Ask the customer to find a translation service and call you back.
B) Ask a colleague on the service desk to take the call instead of you.
C) Ask the customer if a colleague at their site can help with the conversation.
D) Ask the customer to e-mail them later.

5. What is the best description of self-healing tools?
(Choose 1)

A) Self-healing tools allow an analyst to control a customer desktop remotely.
B) Self-healing tools identify when a problem has occurred and automatically corrects it.
C) Self-healing tools remove the emotion from a support request.
D) Self-healing tools immediately dispatch an engineer when a customer makes a request.

Solutions: